Rawle & Henderson LLP · 3 months ago
Level 1 User Support Analyst
Philadelphia, PA
Full-time
Onsite
Entry Level
$65K/yr - $75K/yr
2+ years expRawle & Henderson LLP is a Mid-Atlantic regional law firm engaged in defense civil litigation and trial practice. They are seeking a Level 1 User Support Analyst to provide end-user support for firm applications and peripheral hardware, develop training materials, and assist in managing hardware assets.
ConsultingLegal
Responsibilities
Responsible for end-user support for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours
Research to identify, diagnose and resolve IT issues and resolutions of end user support requests
Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments
Ensure all end user support requests are entered in the Help Desk call tracking system
Responsible for developing training material and user documentation
Provide support for Teams and Zoom AV conferences and meeting platforms
Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices
Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs)
Manage network printer/copier setup and changes
Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices
Responsible for New Hire account setup and training
Qualification
Required
Responsible for supporting Windows 11, the Microsoft Office Suite and all firm applications including document management, the financial platform and the Citrix remote access systems in a networked environment
Working on site five (5) days in the firm's Philadelphia headquarters
Development of training documentation and training experience is required
Responsible for end-user support for all Firm applications and peripheral hardware including cloud platforms during normal business hours and regularly scheduled assigned on-call hours
Research to identify, diagnose and resolve IT issues and resolutions of end user support requests
Continue to develop skills, knowledge and an ability to improve processes and procedures by keeping up with current IT trends and developments
Ensure all end user support requests are entered in the Help Desk call tracking system
Responsible for developing training material and user documentation
Provide support for Teams and Zoom AV conferences and meeting platforms
Assist in managing and maintaining hardware asset inventories of desktops, laptops and printers and other devices
Responsible for moving, setting up and implementing changes to firm issued hardware, including printers, computers, monitors (ability to move 25-50lbs)
Manage network printer/copier setup and changes
Provide support for firm approved and issued mobile devices, including, Apple iPhone and Android devices
Responsible for New Hire account setup and training
Excellent customer service and the ability to communicate effectively with attorneys, staff and clients; able to work well as part of a team
Knowledge of all current versions of the MS Office Suite, Windows Operating Systems, Exchange online environment and Active Directory/Azure
Understanding of LAN/WAN configurations, Windows networking and remote access technologies including VPN
Knowledge and understanding of network protocols (i.e. TCP/IP, printers and peripherals) and Cloud SaaS, PaaS and IaaS solutions
General Knowledge of Cyber security, Disaster Recovery and Security Awareness issues
Solid knowledge of other mobile devices, Iphone, Android devices and experience with troubleshooting
Experience supporting iManage document management platform and integrated applications
Familiarity with help desk ticketing systems such as Fresh Service
Knowledge of cloud based VOIP phone systems
Some travel to other offices in the US may be required
Bachelor's degree in Information Technology or equivalent training, education and experience demonstrating the ability to perform the required duties of this position
Experience with hardware and software troubleshooting procedures and best practices
Four (4) years of IT experience in a law firm environment
Ability to commute to Philadelphia, PA 19102
Preferred
Bachelor's degree in Information Technology is preferred
Microsoft certifications preferred
Four (4) years of IT experience in a law firm environment preferred but not required
Familiarity with legal applications and matter centric platforms are a plus
Law Firm IT: 2 years (Preferred)
Benefits
401(k)
Dental insurance
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance
Company
Rawle & Henderson LLP
Rawle & Henderson is a law firm that specializes in civil litigation and defense trials.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Adam Kominsky
Partner
Adam Lazarow
Partner
Company data provided by crunchbase